Statement of Work (SOW) Coordinator

Randstad Enterprise (RE) wishes to become the undisputed market leader in services

procurement/SOW management. To support this ambition RE has invested in a Global

Services Procurement Center of Excellence (COE) and created a new and innovative SOW

Management Framework called Services Procurement 360 (SP360).

The purpose of the Services Procurement/Statement of Work (SOW) Coordinating

Specialist is to provide operational customer service to client stakeholders, suppliers, and

internal team members within a client specific Services Procurement management program.

This is an important role as it directly impacts a client’s foundational perception of RE’s SOW

capabilities.

Your primary focus will be to administer individual SOW’s once they have been sourced

and contracted and support initial request management. You will assist the client’s SOW

business owners, procurement professionals and suppliers with SOW record creation,

personnel tracking, progress oversight, rate card compliance and invoice processing within

the program Vendor Management System (VMS). You will be responsible for communicating

client policies, monitoring VMS record status’, forwarding issues, and providing timely

updates via the appropriate escalation process.

If and as required within the program, your secondary focus will be to assist RE’s

procurement specialists with the workflow activities associated with sourcing and contracting

SOW requirements on behalf of the client.

key performance indicators

● To be reviewed frequently with Operational Leadership

key stakeholders

● Client users

● Operational delivery leaders

● Suppliers

responsibilities

As the Services Procurement (SOW Management) SOW Coordinating Specialist you will:

● Conduct SOW record creation with the VMS and accurately maintain records as

instructed by RE program management.

● Understand SOW VMS functionality and dependencies, enabling navigational support

for client users.

● Monitor SOW requisition activity, check accuracy, and provide updates to client users

through use of VMS technology.

● Support client end users with SOW request entry, creating the request on behalf of

the user, as necessary.

● View VMS pending workflow items, alert owners of needed actions, and provide

system user navigation instructions, if required.

● Confirm suppliers successfully record their personnel on-boarding, engagement

status, time entry, and off-boarding activities. You will guide the suppliers through

the process, should training needs arise.

● Contact various internal and external department staff regarding inquiries on the

following items: SOW requests, SOWs, purchase orders, cost centers, personnel

badging systems, client credits, adherence to rate cards, billing and/or payment

issues.

● Assist with system record and policy compliance audits; escalate in written and

verbal form to managers and client stakeholders.

● Maintain and continuously increase knowledge of supported software solutions

(internal and external)

● Respond to all program inquiries (calls, emails, VMS alerts) and provide timely and

professional responses.

● Recognize and gather relevant information on customer issues / scenarios requiring

corrective action and escalate such issues according to standard escalation process.

● Resolve customer issues using analysis and situational responses, adhering to

program policies and procedures.

● Maintain thorough and accurate documentation on any end user interactions (to

include entry within the program case ticketing system if applicable).

● Work to meet all program related SLA’s and team targets (internal standards and

contractual) and suggest improvement ideas to program leadership and the Global

Services Procurement Practice.

● Assist with peer training in the standards and practices of the assigned client

program.

● Create and provide standard program and adhoc reporting requests, if and as

needed.

● Participate in special projects and perform other duties as assigned.

● High school/college diploma or equivalent.

● Associates (2 year) degree or 2+ years equalivent experience in a Customer Service,

Staffing or Manged Service Provider related industry.

Experience

● Prior work experience in a service level industry and/or a customer service

environment.

● Previous purchase/accounts payable processing, and ERP / VMS system experience,

is highly preferred but not required.

● A baseline knowledge of the difference between talent models: Permanent, Staff

Augmentation, Statement of Work (SOW).

● Ability to think critically in identifying critical components within a written document

(e.g. SOW Contract)

● Skilled in communicating effectively in writing and verbally, both in one-on-one and

in group settings, with both internal and external audiences.

● Ability to establish and maintain effective working relationships.

● Ability to work in a fast-paced environment and perform multiple work assignments

simultaneously.

● Possess data entry, analytical, and organizational skills with attention to detail.

knowledge

● Proficient with Google Suite and Microsoft Office products.

● VMS system proficiency preferred

additional requirements

● Travel (regional and global) is required at times and depends on group needs and

events, we strive for virtual as much as possible.